Employee/Customer Onboarding, Training and Enablement

Is ScreenSteps HIPAA Compliant?

Melissa Guzzo - Aug 7, 2020 10:00:00 AM

Chances are, if you are interested in this post, you already know all about HIPAA, but just in case, HIPAA stands for The Health Insurance Portability and Accountability Act. This Act was signed into law in 1996 to in part, keep patients’ medical information safe. If your organization manages this type of information, you’re probably wondering if ScreenSteps is HIPAA compliant. This answer is no, and that you don't really need ScreenSteps to be HIPPA compliant to use it.

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How does Confluence compare with ScreenSteps for use as a training knowledge base?

Greg DeVore - Aug 6, 2020 2:05:00 PM

So, you've decided that you need to move your training docs to an online knowledge base or wiki. You've heard of both Confluence and ScreenSteps but aren't sure what the real differences are and which one you should choose. In this article, I will try to highlight the differences between the two platforms and how effective they will be as a training and performance support platform in your business.

Why should you listen to me on this subject? I have been working in the knowledge management industry since 2003 and have talked with many people who are thrilled with or frustrated with both Confluence and ScreenSteps, so I can point out what people love and hate about each platform. Now, please be aware that I work for ScreenSteps, but I am going to do my best to give you an honest comparison of the two platforms for the specific purpose of training and supporting your employees. If your use case is different, then this article may not be that useful to you. My ultimate goal is to help you make the right decision on a knowledge management and training platform for your business.

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Is ScreenSteps an alternative to WalkMe in my call center?

Greg DeVore - Aug 4, 2020 1:53:02 PM

Are you considering WalkMe for your call center? It looks promising. The feature looks fantastic, but you are a little taken aback by the price? WalkMe comes with a hefty price tag, so you want to make sure you are making the right choice before you invest that much money.

And so you have started looking for other options and that is how you ended up here. In this short article I am going to point out some key differences between WalkMe and ScreenSteps and how both can benefit your call center. I'm the CEO of ScreenSteps and have been asked this question a lot of times since ScreenSteps often gets considered along with WalkMe. I'm going to do my best to answer your question impartially, but obviously I have a bias towards ScreenSteps.

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Should I replace my Sharepoint Knowledge Base with ScreenSteps?

Greg DeVore - Jul 31, 2020 9:17:07 AM

We talk to a lot of people who are currently using SharePoint in their organization for their knowledge base management - but they aren't quite getting the results they would like. The typical things we hear are:

  1. No one uses the knowledge base
  2. When employees search SharePoint they can't find the information they need
  3. A lot of information in SharePoint is outdated and it is hard to keep it up to date
  4. Even when employees find the right information, they often find it easier to just ask their manager what they should do instead of reading through what are often dense documents in SharePoint

What managers are really feeling is frustration that they have all this knowledge in SharePoint, but it isn't benefiting their business. Employees are still making mistakes. They are still giving the wrong answers to customers. They are still asking their managers and trainers questions that they should be able to answer on their own.

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What would cause a ScreenSteps implementation to fail at my contact center?

Greg DeVore - Jul 22, 2020 9:30:56 AM

Before deciding to fully commit to ScreenSteps in their contact center, many trainers and directors want to know what could cause their implementation to fail? They have seen the case studies, heard the stories of amazing improvements other contact centers have achieved, and are excited about the potential! But, they are also scared that their ScreenSteps implementation won’t see the same kind of results.

Topics: Call-Center

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Why you should have us load one of your training guides into ScreenSteps for you

Greg DeVore - Jul 17, 2020 11:16:34 AM

If you are looking at ScreenSteps, you aren't just looking for a place to store information. You are hoping to improve how your business runs. Our goal is to help you make the best decision possible for your business with as little headache as possible.

We know that decisions like purchasing a new documentation and training platform happen in stages, and one of the first stages is deciding, "Is it worth my time to build a proof of concept in ScreenSteps?"

After working with many customers, we have found that allowing us to upload 1-3 example procedures for you into a ScreenSteps trial account will help you make a decision about whether or not to continue evaluating ScreenSteps in as little time as possible.

In this article, we will answer some common questions people have about uploading their example content and give you some tips for gathering examples to send to us.

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If I use scripts in ScreenSteps, won't my agents sound robotic?

Greg DeVore - Jul 8, 2020 2:55:01 PM

You're concerned that if you use scripts in your call center then your agents will sound robotic. We get it. In this article, I'm going to discuss the pros and cons of scripts and how to get all of the benefits of providing suggested text (or prompts) without the robotic downside of scripts.

Topics: Call-Center

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Common Questions We Get About Using ScreenSteps with Call Agents

Jonathan DeVore - Jun 29, 2020 11:25:45 PM

If you're about to meet with the ScreenSteps team to discuss using ScreenSteps at your call center, check out the video below to get answers to the most common questions. That way, we can make the most or our time together during our meeting.

Pre-meeting Video

Topics: Call-Center

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Zero Memorization Training Guide for Contact Centers

Jonathan DeVore - Jun 11, 2020 5:00:56 PM
If you are a trainer, manager, or director at a contact center, then this article is probably for you. If you have one of those roles and you need to decrease training time, improve training results, and eliminate agent mistakes then this article is definitely for you.
The videos in this article will introduce you to Zero Memorization Training and help you see exactly how you can apply it to your contact center.

Video #1: What is Zero Memorization Training?

The video below will give you a quick introduction to Zero Memorization Training and what results you can achieve (hint: decrease your "Time To Proficiency" for new agents by at least 50%).

Topics: Call-Center

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How Can ScreenSteps Help Your Contact Center?

Jonathan DeVore - Jun 3, 2020 3:21:07 PM

If you've just recently heard about ScreenSteps, then you may not be familiar with how it can help your contact center. So, here's an introduction.

Topics: Call-Center

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